Customer Support Manager with Technical Writing Skills

We are a leading provider of WordPress driven solutions, and we are working to launch a new mobile app service. For our new SaaS, we are looking for someone to help with writing documentation, maintaining it, providing support to our customers and assisting with scaling the support team.
Since this is a new service, the bulk of the work in the beginning will be in writing documentation. After we have enough documentation, the job will evolve into more of a support manager role.


Responsibilities:
Write “how to” articles for our Help Center on how to use our software.
Keep the articles up to date, as new versions of our SaaS are released.
Help with Customer Support via live chat and ticket resolution
Take incoming chats through our live chat feature to assist customers with using our application, as well as answer emails, and start new conversations with existing customers for account maintenance purposes as needed.
Help hire new support agents
Help with on-boarding and training new support agents, as the support team grows


Management Responsibilities (ideal, but not required):
Help manage the support team
Help with Tier 3 support
Help defuse situations: Take over and help appease an unhappy customer and take action to turn the situation around, when a customer is unable to have their needs satisfactorily met by one of the agents.
Analyze support metrics and take appropriate action, to ensure we are providing the best service. Report key metrics and issues to upper management.


Personal Skills:
At least one year of sales and customer service experience via live chat
Effective reading and writing English communication skills
Excellent communication, analytical, listening and organizational skills
Excellent customer service skills and great enthusiasm for helping customers
Must be able to prioritize and complete all job duty requirements
Must be able to adhere to schedule changes based on department and/or business
Must be an energetic self-starter with the ability to work both independently and within a team
Excellent time management skills, attention to detail and the ability to multi task
Ability to continually display positive attitude.

Bonus:
Experience with Mobile Apps or within a company offering Mobile App services (General knowledge of the subject, including experience with App Stores and understanding of how it all works)
Experience running webinar trainings
Experience with recording “how to” videos
Experience working with Intercom for support
Experience with WordPress and an understanding of it all works
Experience in Sales
Be located in Manila (This is not a requirement, but it would be nice)

Timezone: Since we will be providing live chat support, you may be asked to work US time-zone or a portion of it.
Start Date: Immediate
Contract Type: Full time

Important:
This is a full time position. We would like to find someone who can grow with us in the long term
We are looking ideally for someone with management experience. However, if you believe that you have the technical writing skills and support agent skills, without the management part, we still encourage you to apply. We will be hiring additional agents in the next 2-3 months.

About Us:
At our company, we are like a big family, working together from all corners of the world.
We are a fully distributed company, with a team of 26+ and growing, working from 10 different countries, on 10+ time-zones.
Slack is where we hang out, on a daily basis. That’s where we communicate, help each other, hold meetings, celebrate milestones, congratulate each other on our achievements, celebrate birthdays etc…
We also try our best to meet in person. We use WordCamps as opportunities for our team to meet in person at different locations and are usually able to have different parts of our team regroup throughout the year. Lately, we did our first full company retreat in Bangkok, and we hope to continue with a yearly retreat.